Service Delivery Manager (m/f/d)

Service Delivery Manager (m/f/d)

As Service Delivery Manager (m/f/d) for the DACH market, you will be responsible for all delivery-related topics across the region. You will lead delivery teams, ensure high-quality execution for our clients, and take ownership of delivery performance, customer satisfaction, and commercial outcomes. The role combines people leadership, client engagement, and operational accountability in a complex, global, and matrixed environment.

Main responsibilities:

• Be the primary delivery owner for DACH clients, representing Experian during delivery and in-life service
• Manage delivery prioritization and decision-making across the DACH market
• Lead escalations and senior client communications, ensuring resolution and transparency

Delivery Ownership

• Be accountable for end-to-end delivery performance across all in-market projects
• Ensure delivery readiness, governance, risk management, and KPI achievement
• Oversee go-live, hypercare, and post-production support

Commercial & Strategic Focus

• Oversee delivery-related commercial outcomes, including margin protection and cost awareness
• Plan and manage regional capacity and resource allocation
• Guide market-level improvements and contribute to global delivery standards

Team Leadership

• Directly manage the delivery team across the DACH market with accountability for performance and outcomes
• Take ownership of people leadership topics including performance management, training, and compliance
• Create clarity on priorities, roles, and expectations and foster a culture of accountability and continuous improvement

Qualifications

• Demonstrated responsibility for end-to-end service delivery within a market or regional setup in a matrix organization
• 5+ years of experience leading delivery teams, including accountability for performance, development, and engagement
• Strong commercial understanding, including ownership of delivery performance, cost control, and margin awareness
• Experience working closely with clients and acting as a trusted counterpart during delivery and escalation situations
• Confidence collaborating with senior stakeholders across sales, architecture, and operations in a matrixed organization
• Structured, analytical mindset with the ability to balance client needs, delivery quality, and business outcomes
• Experience working in agile and hybrid delivery environments is an advantage
• Fluent in German and English

Additional Information

• A high degree of autonomy in a dynamic, internationally oriented organization
• A motivated team that values innovation and collaboration
• Great compensation package and attractive employee benefits
• Flexible working hours and remote work options